CA Service Management

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  • 1.  help menu option only works on one secondary server and not the other

    Posted May 30, 2018 03:12 PM

    After upgrading from SDM 14.1 to 17.1, the Help -> Help and Help -> Help on this window options get a webpage cannot be found (404) error on one secondary server but not the other.  Both are using IIS.  Any ideas?



  • 2.  Re: help menu option only works on one secondary server and not the other

    Broadcom Employee
    Posted May 30, 2018 03:25 PM

    Kevin, you could try

    1. clear the browser cache and try

    2. if 1. does not help

    --move \bopcfg\www\wwwroot\html on the non-working secondary server to another location

    --copy \bopcfg\www\wwwroot\html from the working sec server to the non-working sec server

    --recycle webengine on the non-working sec server

    Thanks _Chi



  • 3.  Re: help menu option only works on one secondary server and not the other

    Posted May 30, 2018 03:52 PM

    Thanks for the suggestion, but tried and still doesn't work.



  • 4.  Re: help menu option only works on one secondary server and not the other

    Posted May 30, 2018 04:00 PM

    It appears to me to be some setting in IIS that does not allow the doc.html to redirect to the CA WIKI.



  • 5.  Re: help menu option only works on one secondary server and not the other

    Broadcom Employee
    Posted May 30, 2018 05:14 PM

    if you back up the file and change the context to"

    <!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Frameset//EN"
            "http://www.w3.org/TR/html4/frameset.dtd">

     

    <html style="display: block;height: 100%;" lang="en">
    <head>
    <title>CA Service Desk Manager Help</title>

     


    <body style="margin: 0px;height: 100%;overflow:hidden">
    Hello World!
    </body>
    </html>

     

    "

    and now do you see it when you click on help->help after webengine recycles and browser cache cleared?



  • 6.  Re: help menu option only works on one secondary server and not the other

    Posted May 31, 2018 08:17 AM

    Yes this works.



  • 7.  Re: help menu option only works on one secondary server and not the other

    Broadcom Employee
    Posted May 31, 2018 09:48 AM

    Before you troubleshoot on the IIS side, let us if the sdm re-direct parameters are right...do you have

    @NX_DOC_URL=https://docops.ca.com/rest/ca/product/latest/topic
    @NX_DOC_DEFAULT_HID=HID_CA_Service_Management_Home_Page
    @NX_DOC_SPACE_PREFIX=CASM

    in the NX.env file on the non-working secondary server?

    Out of box the version control is set to upgrade so unless you change the version control otherwise we can't explain why the other sec server works if these lines are not present in the non-working sec server.



  • 8.  Re: help menu option only works on one secondary server and not the other

    Posted May 30, 2018 08:11 PM

    Hi Kevin,

     

    Have you compared the nx.env files for the secondary servers? It looks like there are a few variables that are used to assemble the help URLs.



  • 9.  Re: help menu option only works on one secondary server and not the other
    Best Answer

    Posted May 31, 2018 09:46 AM

    I found the problem.  The NX_MINOR_VER was still set to 0 on the secondary that wasn't working.  I set it to 1 and now it works.